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Project Manager-IVR
Ref No.: 18-54555
Location: Pleasanton, California
Position Type:Contract
Start Date: 08/01/2018
Job Description:
  • Strong Project Management skills with experience managing multiple tracks and simultaneous implementations  
  • Call center technology and IVR project management experience is required
  • Experienced in Finance and budget Management for large program
  • Experienced in statistical reports creation and presentation to Senior Leadership
  • PMO experience in managing multiple projects and reporting to Senior Leadership
  • Strong written and verbal communication
  • Experience in managing development for complex applications on time and within budget
  • Ability to thrive in dynamic, fast-paced software development environment
  • Experience with Microsoft Office Suite of tools
  • Vendor Management experience (ability to manage Customer's System Integrator to get work done).
  • Ensure all assigned project deliverables are completed on time, within budget, and with required level of quality.
  • Conduct business impact and cost/benefit analysis evaluations and recommend the appropriate course of action for assigned projects.
  • Lead all phases of custom development projects including needs assessment and determining system requirements, project planning, project scheduling, negotiating project deliverables, communicate project status.
  • Experience in directing and leading project teams consisting of Solutions Consultants, Program Analysts/Developers, Business Analysts, Subject Matter Experts, Infrastructure Engineers/Consultants, Testers, Quality Assurance Resources, Vendors, etc.
  • Good understanding in complex contact center technologies/applications (IVR, Aspect, NICE, Knowlagent, Cisco, telephony infrastructure, call center reporting concepts, Genesys Interactive Insights, enterprise data warehouse concepts, ETL processes from source systems into target DB, Crystal Reporting, metrics/dimensions etc.).
  • Ability to manage and coordinate multiple concurrent projects. 
  • Ability to perform under pressure and deadlines.
  • Exceptional written and verbal communication, presentation, coaching and mentoring skills.
  • Experience with project management tools. (i.e. MS Project, Visio, WorkBench, or equivalent tools.)
  • Ability to create integrated business and IT project plans, key milestones, dependencies, critical paths, resource plans, resource loading, risk management plans, program management including change and quality control.
  • Excellent organizational and interpersonal skills.
  • Extensive knowledge and expertise in system development life cycle (SDLC) methodologies.
  • Proven leadership, problem-solving and decision-making skills.
  • Excellent customer relationship management and customer service skills.
  • Strong collaboration, documentation and presentation skills.
  • Available to travel.  (Estimated at 25%)